Vodafone complaints

SallyUK

Vodafone Rep

I have taken all the steps you told me to take and yet again I have been sent this message:

Hello

Thank you for contacting Vodafone Customer Services.

Vodafone endeavours to provide the highest possible level of service to all of our customers.

We would like to address your query, but unfortunately are unable to clear the required privacy/security checks to respond.

In order to get resolution to your query, please contact us through live Chat by Clicking Here where our dedicated team will be able to assist you 24x7.

We appreciate your business with us.

Please do not reply to this email.
Kind regards,

Jackey George
Vodafone Customer Services

What part of "I do not have a Mobile Number, or what part of I have been phoning for days now and using the Live Chat Windows for days, do you not understand? - I have now reached the end of my tether!

I suspect that when it comes to you taking the direct debit payment from my account, that you'll suddenly find that you can verify the security on the account number that you set up for me!!

Sal

ekimonitsuri

My hard-of-hearing father has the same issue as amandanectar

He has tried to cancel a single number off his multi-number account at least 4 times over the last 3 years and has just found out that CRIMINAL VODAFONE (yes Jenny Voda Rep- CRIMINAL SCUM BAG VODAFONE) has been charging him full price for 3 whole years despite never offering a phone, upgrade or any calls, texts etc being made from the number throughout this whole time.

It all started when we visited the Chester store at xmas 2011and was told it was not possible to cancel numbers in store (??) and he would have to call a number to do this. I was not happy at all about this as I know the problems my dad has with his hearing. They insisted..

Anyway the predictable ofcourse happened and the number was never cancelled. I have since been into the Bromley store (18 months ago) when we found out it was still being billed and after resorting to a screaming match in store was told it was now definately cancelled - I even made the girl read back the notes she had logged on the file.. but guess what!?... NOT CANCELLED, STILL BEING BILLLED FULL PRICE AS OF TODAY.

OFCOM COMPLAINT GOING IN NOW - DISCRIMINATION AGAINST PARTIALLY DEAF LONG TERM CUSTOMER & GROSS INCOMPETANCE THAT HAS COST US OVER £1200 - RECIEVING ABSOLUTELY NOTHING IN RETURN.

SCUM - SUB HUMAN SCUM!!!!!!!:mad:

ekimonitsuri

trading standards notified too, I encourage anyone with similar issues to do the same. And if that fails.. bricks through windows might get their attention.

Seriously though.. how on earth have we become subjected to such contempt and criminality on our high street? It disgusts me more than I can express, this country is a Joke (on the public) and we are clearly being treated like tax !!!!!s and the play-things of big business. No morality whatsoever.. time to get out.

keithMifsud

I agree with all complaints made here towards Vodafone Customer disservice and yes I would take Vodafone to court if you can afford the legal fees. We are business owners too and if we treat our clients in this manner if we get CCJd straight away for a refund.

However, before I explain the appalling situation this company is putting me through I will suggest to everyone to email the Jeroen, their CEO. I feel lucky as although I am a relatively small business, my main clients are larger than Vodafone and I am sure my complaints will be handled with shortly and I will do my best for Jeroen to see that his back office is manned by support staff which do not care at all about the implications and the consequences they cause us customers. From what I gather, their only policy is: get the rid of the phone call as fast as possible, lie if you have to, just get rid of it.

I will explain my full situation on this post and I will also create a new thread for it so that fellow customers of Vodafone can understand that everyone is treated this way. I have names of almost everyone I dealt with but to be honest today I stopped recording these names as so far everyone has treated my situation the same and if they seem nice and helpful on the phone, they still didn't do anything so this is just another tactic to get you off the phone. I will explain all this Jereon too and if any of you need help with escalating their complaint please get in touch with me because I intend to really put an end to this non-sense. This is not a lash of anger, this is just how business should be done and if Vodafone is happy employing people and force them into this policy of ignoring everything until their customers give up then they should stop trading and taking our money to pay for this worthless salaries.
My Case:
On the 18th of September 2014 at 09:10hrs I needed to make a phone call to a mobile number in India. Because of the nature of my work, I have several communication systems in place but on this occasion the call had to be done to a phone number and not skype or hipchat. My intention was to try and get the fees from my supplier and then use the cheapest one possible. So I started by calling Vodafone on 191 to see how much it will cost me to make this phone call. My call got answered by their overseas call centre or at least by a foreign person ( I am from Malta, thus foreign too - just in case anyone thinks this is what I'm getting at). The lady told me that the rate to call a mobile number in India is 15p per minute, I asked if I should add Vat on top of it and she said yes. The lady also tried to sell me a package to make cheaper calls to overseas numbers but this worked to be more expensive than the 15p rate so it made me suspicious that the lady does not know what she's saying. Therefore, I asked her to double check before anything, she put me on hold, checked and got back me with an affirmation that the 15p rate was correct. Because I was still not comfortable with this, I asked her to confirm that this means I will be charged £9 per hours plus Vat, she put me on hold again and then confirmed this. The call to customer service lasted 9m 59s so you can imagine how many times I asked to confirm the rate and made the lady repeat it.
Because the rate seemed affordable I didn't bother with calling the other phone providers we use in my company. I was happy with 15p per minute so I proceeded to make the call. Throughout the month of September and the first week 2 weeks of October I made several calls to India using my vodafone mobile phone.

My contract has 2 phone numbers but the second number is not used anymore as its battery does not work and Vodafone do not want to replace it even though it is a publicly known fact that the Samsung Galaxy 4 had a batch of faulty batteries. That is another issue which we had given up on but nonetheless that's £35 plus Vat a month which we pay for nothing.

Anyway, on the 14th of October 2014, my assistant flagged the Vodafone bill for me to see and approve as the amount was £499.17. Our bill is normally around £100 a month and I was expecting to have around £35 worth of calls India on top of that. I looked through it and there were the calls to India charged at around £1.2 per minute plus Vat. I called Vodafone on 191 straight away and got answered by the UK call center. I explained this to the guy on the phone and he told me that they will need to look into the phone call I originally made on the 18th September 2014. I told him that this was obviously expected and I gave him the details of when I made the call. The guy promised that a manager will get in touch with by the end of the week. I also offered to pay the normal amount and some extra so that I don’t get disconnected. He replied saying that it’s not possible for me to pay a partial bill and that I should not worry about getting disconnected as I had a query in action.
The call took place on the 14th October 2014 at 11.25hrs.
No one got back to me in 10 days so on the 24th October 2014 at 10.44hrs I called Vodafone on 191 again to chase this up as I was worried about getting disconnected and because I can’t stand having pending issues like these. Got answered by a guy called Callum, he put me on hold to check and after a few seconds he got back to tell me that Vodafone have listened to the original phone call and that I was wrong. I told him that that’s impossible because 1) I was not wrong and I have taken a note of the fees while on the call (I still had the note as I always keep a binder notebook on my desk for making notes during my phone calls). 2)If that was the case, vodafone should of informed of such decision so that I can argue it. I demanded to hear the recording of the call and he said that it’s possible. So I asked to speak with the team manager and he also said that I cannot ask for that. I told him that he is mistaken as on the website it says that as part of the complaint procedure if I am dissatisfied with the “help” offered by the customer rep, I should ask for the team manager. He still refused and proceed to tell me that I have made these calls to India and that the rates are available on the website and I should of checked the website before making the calls. This obviously got me angry and I told him that he does not know what he is talking about because I actually called Vodafone to get the rates, I didn’t need to sue Vodafone for these calls and I only did so because I was quoted competitive rates. Callum was a horrible person and also incompetent on Vodafone’s own policies. I hang up and called again for the simple reason to get another person. The second call at 11:07hrswas answered by a lady at the UK call centre, she apologised for her colleague and ask me to hold the line so she can check. She got back to me, apologised again and told me that Vodafone has not yet listened to the recording and that these things atke time and that someone will get back to me once they’ve listened to the call. I asked to know why her colleague said the exact opposite, she said she can only apologise. Is aid no, she should report him so this does not happen again. She said all I can do is give you the url to the website with information on how to make a complain. I said this issueless because I am making a complaint by calling 191 as it says on the website. Anyway, I asked her if I should make a payment for the normal bill and some extra so that I don’t get disconnected, she put me through the payments department and I paid £150 using my debit card. Again against what I was told n a previous call when they said I cannot make a part payment towards a bill – Honestly, there is no one at Vodafone which knows their policies, rules and / or procedures. I have never been given the same information by members of staff.

Today, I woke up without being able to sue my phone because Vodafone has disconnected me without notice. So my day started my supposed work day on an urgent project with calling 191 at 09.05hrs (Today is Saturday so I should be making £xx an hour not wasting my time on this). I got another incompetent staff member on the phone (yes, I am not being offensive, they are incompetent – the definition of incompetent is “not having or showing the necessary skills to do something successfully.” Derick (his name) put me on hold as always and then got back to me to tell me that my complaint has been closed and that I quote “I failed”. I said failed what? He said your complaint is closed and it’s failed. I said I don’t understand what you mean with “failed”. He said, your complaint is closed. I asked to elaborate and he couldn’t – obviously because he did not look into it. He also added that if I don’t pay they will send a debt collector. I repeat, Derick has taken it up upon himself to threaten me with a debt collector yet he cannot give me more information on what he means with FAILED. I said I’ll hang up and call again to be answered by someone else. I called back at 09:19hrs, the lady said that my complaint was closed, I said how come I never received anything (meanwhile I had the October bill with more charges by the way which now amount to £696.09 after deducting the £150 payment I made). The lady said she can’t do anything more about it. I said I need this in writing so that I can escalate it. She said she couldn’t it and that I have made these calls and so I should pay for them. Point blank! I said, okay, I understand that you cannot do anything more about it so please tell me the name of the person that has closed the complaint so I can chase this up because I have not heard anything from vodafone and because without this information Vodafone is taking away my right to complain using their own procedure as publicly listed on their own website. The lady said she can only tell me that my complaint is closed and that it was closed on the 14th October 2014. II said that she is telling me that my complaint was closed on the same day that it was first raised. She confirmed this and I thanked her and hang up.

Now I do not have a mobile phone and I cannot do nothing about it except for emailing Jereon and keep calling vodafone every hour hoping to get more information.

ekimonitsuri

Good Luck keithMifsud, I hope you go some way to expose the blatant criminality that Vodafone has resorted to in order to keep their profits artificially high and their shareholders smiling (no doubt all artificially 'high' too).

Come on Jeroen, sort your mess of a company out, prove you have no idea this is being done on your watch sooner rather than later or we'll all happily see you banged up in Jail.

keithMifsud

ekimnitsau wrote: »

Good Luck keithMifsud, I hope you go some way to expose the blatant criminality that Vodafone has resorted to in order to keep their profits artificially high and their shareholders smiling (no doubt all artificially 'high' too).

Come on Jeroen, sort your mess of a company out, prove you have no idea this is being done on your watch sooner rather than later or we'll all happily see you banged up in Jail.

Thanks for the support ... I cannot post links but the vodafone forum has all details
..albeit I am just one in hundreds with similarities issues. They deleted the recording - this is how criminal they are!!!

The only thing we can do is make these issues public and share them so that other potentential customers will think twice before switching to vodafone...I didn't and Ive regretted the sales call ever since.

amandanectar

I think everyone should do what i have just done .....write into watchdog. If they get enough complaints then they will take this up. I am more than willing to go on national TV to make them answer for their actions. I am a fairly fit sort of middle aged woman, but I dread to thinK how any elderly people are dealing with this.

keithMifsud

Hi amandanectar,

Great idea...the more noise we make the better. Have you got details on how to forward the complaint to watchdog please. ...was looking for them last night but couldn't find them...well I was looking for making a complaint to bbc consumer Britain.

mobilejunkie

amandanectar wrote: »

I think everyone should do what i have just done .....write into watchdog. If they get enough complaints then they will take this up. I am more than willing to go on national TV to make them answer for their actions. I am a fairly fit sort of middle aged woman, but I dread to thinK how any elderly people are dealing with this.

Of course, the terms "fit" and "middle aged" can mean a lot of different things nowadays.

amandanectar

keithMifsud wrote: »

Hi amandanectar,

Great idea...the more noise we make the better. Have you got details on how to forward the complaint to watchdog please. ...was looking for them last night but couldn't find them...well I was looking for making a complaint to bbc consumer Britain.

Just go to bbc watchdog and click on tell us your story
and send your story to them. please can everyone do this. Enough is enough, we have given enough of our hard earned cash to this thieving company ....time to stand up and fight :T